Claims Specialist

This position is responsible for processing product claims, operations claims and RGA’s (Return Goods Authorizations) made by our customers, determining eligibility & amount of claimed products under the company’s terms of sale and warranty policy and authorizing payments & returns. This important role will collaborate closely with the Customer Solutions, Sales, Product Management, and Operations functions with a goal of creating a first-class brand experience across each touch point achieved through claims entry & processing, daily phone/email market support, customer assistance & education, in effort to create smooth product warranty solutions.

· Role is hybrid office/remote based in Duluth, GA

· Working Hours Mon – Fri 8:00am – 5:00pm (EST)

Primary Duties & Responsibilities:

• Handles claim cases through phone and email submission by taking ownership of customer issues reported and seeing problems through to resolution. This also entails handling & daily clearing of the claims email box & voicemails.

• Maintains quality customer service by following customer services practices and responding to customer inquiries.

• Documents all claims by completing and recording forms, reports, logs, and records.

• Determines covered warranty or claim provisions by following the company’s terms of sale & warranty and standard operating procedures in place.

• Ensures compliance by following company policies, procedures, and guidelines.

• Resolves claims by approving or denying documentation and determining claim settlement.

• Prioritizes and manages several open issues at one time.

• Compiles, analyzes, and reports warranty and product problem information.

• Prepares reports by collecting, analyzing, and summarizing information.

• Protects operations by keeping claims information confidential.

• Provides support by assembling documentation for escalated claims recorded.

• Proactively research, diagnose, troubleshoot, and identify solutions of products in a timely and professional manner.

• Ensures customer satisfaction and promotes positive representative relations through effective communication, claims support while limiting exposure to all product quality costs (In-house and in the field activities).

• Establishes customer satisfaction and promotes positive representative relations while limiting exposure to warranty costs through effective processing of customer service and warranty claims by following standard policies and procedures.

• Facilitates ongoing support across all departments related to claims including sales & customer solutions.

• Assures order entry & delivery of warranty related spare parts & replacement product.

• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organization.

• Assist with other service issues as assigned.

Job Specifications:

• Previous experience and/or comprehension in claims preferred.

· Possess the mechanical aptitude to assist the customer by diagnosing or troubleshooting a product defect and/or damage.

· Excellent conflict resolution skills.

· Demonstrated ability to provide exceptional customer service and solutions.

• Proactive, positive, and professional communications and touchpoints with both internal teams and external customers.

· Strong communication skills, orally or in written form with internal and external contacts, within expected and/or agreed to timelines.

• Aptitude for utilizing emerging technologies and working knowledge of Microsoft Outlook, Word, Excel, Power Point and ERP / CRM systems

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) 6% Match
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person